Conviso Inc is hiring End User Service Specialists, this is onsite position & comes with benefits, 401K & some accrued PTO.
Title: End User Service Specialists/ Tier II support.
Security Clearance required: Active Secret / Tier 3
Location: Ft Knox, KY (on-site required)
Experience: 3-5 years of applicable of experience.
Certifications: CompTIA Security+
Role : The End User Service Specialist (EUS) provides Tier II support for customer related IT issues that are escalated by the Tier I Service Desk through the Service Desk or directly in ServiceNow either at their designated workspace or reserved hoteling workspace to troubleshoot, and maintenance of, hardware, software, networking, and other computer-related technologies. The EUS practitioner is responsible for:
• Troubleshoot and resolve IT hardware equipment's / network equipment's such as Conference room and reported printer issues
• Installation of requested / approved software on the requesting customer IT equipment.
• Complete assigned tasks in accordance with the IT GEMS SLAs and protocol established by the EUS Team Lead
Primary Responsibilities and Activities
• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I/Service Desk.
• Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.
• Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
• Support the set up and DOD Configuration of GFE mobile devices.
• Mentor and train new team members.
• Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).
• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
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